Matouk

The Director of Content reports to the SVP, Head of Brand and is responsible for leading Matouk's content strategy and editorial planning across all brand communications, including email, social media, e-commerce, advertising, and B2B marketing. This role is responsible for developing the editorial strategy, content calendars, and messaging that support Matouk's brand and business objectives. This role will also oversee a Marketing Coordinator who supports the execution of marketing, content and editorial initiatives. The Director of Content will lead the development and execution of content that connects Matouk's audiences—including consumers, interior designers, retailers, hospitality partners, and the trade—to the brand. Working closely with the SVP, Head of Brand, Creative Director, Merchandising, and E-commerce teams, this role will develop seasonal content plans, define editorial priorities, and ensure the right creative assets are produced to support campaigns across every customer touchpoint. The ideal candidate is an exceptional writer and editor with experience building content programs for a luxury brand. They understand how to translate product, craftsmanship, and seasonal storytelling into compelling content across digital and print channels. They are equally comfortable thinking strategically and rolling up their sleeves to write, edit, and manage production. The ideal candidate has experience developing content for a luxury brand and knows how to leverage both internal teams and external creative partners. Existing relationships with freelance writers and content producers are a plus.

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Responsibilities

• Develop and manage the annual and seasonal content calendar across email, social media, e-commerce, advertising, and B2B communications.
• Lead Matouk's editorial strategy and oversee content planning across all customer touch points.
• Develop and publish branded content for matouk.com, including new pages, seasonal campaigns, educational content, and product storytelling.
• Generate new editorial concepts and content ideas that support brand priorities, product launches, and seasonal storytelling.
• Manage Matouk's organic social media channels, including Instagram, Pinterest, Facebook, and LinkedIn.
• Manage internal and external writers and creative resources to produce product copy, campaign messaging, advertising copy, email content, and other marketing communications.
• Develop B2B communications and content supporting hospitality, corporate gifting, wholesale, retail, and trade partners, including NuORDER and the Matouk Book.
• Identify proactive editorial opportunities and manage incoming media requests and product inquiries.
• Partner closely with Creative, Merchandising, E-commerce, Product Development, Sales, and PR to ensure content aligns with business priorities, product launches, and seasonal campaigns.
• Serve as the steward of the Matouk brand voice across all written communications.
• Lead internal and external corporate communications, including messaging around Matouk's history, craftsmanship, values, and brand story.
• Define creative asset needs for editorial initiatives and partner with the Creative team to plan photography, video, and other content production.
• Evaluate and leverage existing assets within the digital asset management (DAM) system to maximize content across all channels.
• Ensure all content is delivered accurately, on time, and to the highest quality standards.

Qualifications

• 7-10 years of experience shaping and executing editorially driven content for luxury brands or luxury editorial
• Experience directly managing, mentoring, or developing at least one team member or direct report
• Familiarity with relevant content and marketing tools, including a CMS, email marketing platform, social scheduling tools, and digital asset management (DAM) systems
• Bachelor’s degree or higher in journalism, communications, creative writing or business/ marketing
• Advanced editing and writing skills
• Background in copy and editorial for digital and print media and social media with proven experience developing multi-platform content
• Demonstrated experience producing effective luxury/elevated product copy
• Demonstrated experience with branded storytelling and delivering compelling content

Key Success Measures

• A cohesive seasonal content strategy executed consistently across website, email, social media, advertising, and B2B communications.
• High-quality content delivered on time, with a consistent Matouk brand voice across every customer touchpoint.
• Increased customer engagement across owned channels and stronger alignment between Brand, Creative, Merchandising, and E-commerce in support of business priorities.

We are seeking a detail-oriented Customer Service Support & Quality Specialist to manage back-office operations and lead Quality Assurance (QA) initiatives. This role is split between executing high-level administrative tasks and auditing the performance of our front-line Customer Care team. You will be responsible for ensuring that every phone, email, and chat interaction aligns with Matouk’s standards for luxury service, accuracy, and efficiency.

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Key Responsibilities

Quality Assurance & Performance Auditing

• Interaction Auditing: Regularly monitor and evaluate live and recorded phone calls, emails, and chat transcripts for quality, tone, and technical accuracy.
• Scorecard Management: Utilize QA software or internal rubrics to "grade" interactions based on Matouk’s service pillars (e.g., brand voice, product knowledge, and resolution speed).
• SLA & Traffic Monitoring: Track team-wide Service Level Agreements (SLAs) to ensure response times for emails and chats remain within target; identify and report on "traffic" bottlenecks.
• Feedback Loop: Provide objective data and coaching insights to management to help improve individual and team performance.

Back-Office Support & Order Management

• Process complex customer requests for custom sketches, monograms, and strike-off samples. Assist with customer inquiries and coordinate approvals to Production and DE teams.
• Manage the Swatch Book Library in the Customer Care Office and distribute seasonal swatch updates to the team for remote work locations. Ensure all team members have the proper physical tools needed for assisting customers with product and design questions.
• Provide B2B support via secure payment links, enter Rush Order requests for production approval, and audit new Customer Accounts and Leads in the CRM.

Operations & Process Improvement

• Conduct root-cause analysis on "Quality Fails" to determine if errors are due to training gaps or system glitches.
• Generate weekly/monthly quality reports for leadership.

Qualifications

• Experience: 3+ years in Customer Service or Administrative Support; previous experience in a QA or Team Lead role is highly preferred.
• Communication Skills: An expert grasp of English grammar and professional "luxury" brand voice for auditing email and chat.
• Analytical Skills: Ability to transform raw interaction data into actionable quality reports.
• Tech Savvy: Proficient in Microsoft Office (Excel), Google Workspace, and experience with Call Monitoring or CRM software (e.g., Zendesk, Salesforce, or Five9).
• Detail Oriented: A "sharp eye" for catching small errors in monograms, account data, or agent tone.
• Knowledge Retention: Ability to learn a complex and vast product line with a goal of product expertise.

The Retail Sales Associate is responsible for providing excellent customer service by assisting store customers with selecting and purchasing merchandise. Keeps shelves appropriately stocked and ensures that the retail area is properly displayed and organized.

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Main Duties & Responsibilities:

• Maintain the visual appeal of the store
• Organize product shelves.
• Replenish store inventory as needed.
• Answer phone inquiries as it relates to hours, directions and available products.
• Use point of sale software and handle various forms of payment transactions.
• Handle customer inquiries as it relates to product offerings and pricing.
• Adhere to policies and procedures as they relate to retail store employees.
• Other duties as assigned.

Qualification Requirements:

• Minimum of a high school diploma or GED required.
• Solid math skills.
• Retail experience required.
• Excellent customer service skills.
• Excellent interpersonal skills, with the ability to interact with all levels of employees.

We offer a stable, full-time schedule of 40 hours per week. Our store operates 7 days a week from 8:30 am to 5:00 pm, providing consistent daytime shifts with no late evening requirements. Candidates should have open availability to work 8-hour shifts.

The International Account Executive will play a pivotal role in driving Matouk’s international growth strategy, with a focus on cultivating relationships and growing sales with Retail and Interior Design clients outside of the U.S. This is a strategic, outward-facing sales role requiring a polished, entrepreneurial professional with strong experience in the luxury sector. Reporting to the VP of Global Sales, the International Account Executive will manage existing relationships, identify new business opportunities in global markets, and serve as an ambassador for the Matouk brand across international territories.

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Key Responsibilities

Account Management & Growth

• Own and manage a portfolio of existing International Retail and Interior Design accounts, with a focus on revenue growth/ meeting budget, client satisfaction, and brand imagery and consistency in representation..
• Serve as the primary point of contact for global partners, providing exceptional service and building deep, long-term relationships.
• Conduct regular business reviews and strategic planning with key international partners.
• Partner with internal departments (product, marketing, customer service) to support account needs and execute initiatives.

New Business Development

• Identify, qualify, and cultivate new international opportunities—particularly in high-potential regions—in line with Matouk’s brand and business strategy.
• Develop and execute market entry strategies for new territories.
• Present seasonal collections to new and existing International accounts.

Sales Strategy & Reporting

• Collaborate with the VP of Global Sales to set and meet sales targets by territory.
• Analyze sales data and market trends to inform assortment strategies and business development initiatives.
• Prepare comprehensive sales reports and forecasts, highlighting key insights and actionable recommendations.

Product Education & Brand Representation

• Deliver product knowledge training and brand education to international clients, either virtually or in person.
• Ensure all international accounts are fully informed on new product launches, seasonal campaigns, and promotional opportunities.
• Maintain a high standard of brand presentation across all international touchpoints.

Operations & Systems

• Work closely with Customer Service and Operations to ensure accurate order processing, timely deliveries, and efficient communication.
• Maintain up-to-date account information and activities in Salesforce.
• Support seasonal market planning and post-market follow-up.

The salary range for this position is $110,000 - $120,000 annually, depending on experience and qualifications. 

Qualifications & Experience

• Bachelor’s Degree required.
• Minimum of 5 years of experience in international sales or account management, preferably with a luxury brand in home, fashion, or design sectors.
• Strong understanding of the global luxury retail and interior design landscape.
• Experience working with home textiles is a plus.
• Fluency in English required; a second language (especially Spanish) strongly preferred.
• Highly developed interpersonal, negotiation, and presentation skills.
• Ability to travel internationally as needed
• Strong analytical and reporting skills; proficiency in Excel, Salesforce, Google Sheets/Slides.
• Self-starter with a global mindset and a passion for luxury and design.
• Alignment with Matouk’s Statement of Purpose and Beliefs.

The Retail Sales Associate (part-time) is responsible for providing excellent customer service by assisting store customers with selecting and purchasing merchandise. Keeps shelves appropriately stocked and ensures that the retail area is properly displayed and organized.

APPLY FOR THIS POSITION

Main Duties & Responsibilities:

• Maintain the visual appeal of the store
• Organize product shelves.
• Replenish store inventory as needed.
• Answer phone inquiries as it relates to hours, directions and available products.
• Use point of sale software and handle various forms of payment transactions.
• Handle customer inquiries as it relates to product offerings and pricing.
• Adhere to policies and procedures as they relate to retail store employees.
• Other duties as assigned.

Qualification Requirements:

• Minimum of a high school diploma or GED required.
• Solid math skills.
• Retail experience required.
• Excellent customer service skills.
• Excellent interpersonal skills, with the ability to interact with all levels of employees.

We offer a stable, part-time schedule of 24 hours per week. Our store operates 7 days a week from 8:30 am to 5:00 pm, providing consistent daytime shifts with no late evening requirements.

We are seeking a strategic and hands-on Senior Human Resources Business Partner to serve as a vital link between HR and our manufacturing team. Reporting directly to the VP of Human Resources, this role is designed for a very experienced HR professional with a deep footprint in the Greater Fall River or Southeastern Massachusetts business community. As a key member of the HR team, you will drive excellence across four core pillars: Employee Relations, Talent Management, Learning & Development, and Talent Acquisition. You will act as a trusted advisor to managers and a champion for our workforce, following best-in-class HR practices.

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Core Areas of Responsibility

1. Employee Relations & Advocacy

• Conflict Resolution: Act as the primary point of contact for complex employee relations issues, conducting thorough investigations and providing equitable resolutions.
• Bilingual Communication: Serve as a bridge for our diverse workforce by providing high-level HR support in both English and Spanish.
• Compliance & Policy: Ensure all labor practices align with state and federal regulations within a manufacturing environment.

2. Talent Management & Organizational Health

• Succession Planning: Identify high-potential employees and develop pathways to ensure leadership continuity in the manufacturing floor and in the office.
• Retention Strategy: Analyze data to identify trends and implement stay-interview programs.

3. Learning & Development (L&D)

• Skills Gap Analysis: Partner with supervisors to identify training needs specific to manufacturing and technical craftsmanship.
• Program Design: Facilitate or source training sessions focused on leadership development, safety, and soft skills.

4. Strategic Talent Acquisition

• Full-Cycle Recruitment: Manage the end-to-end recruitment process, from sourcing to offer.
• Local Networking: Leverage your existing network within Southeastern MA to build a pipeline of skilled manufacturing and administrative talent.

Operations & Systems

• HRIS Mastery: Maintain the integrity of HR systems (e.g., ADP, Workday, or Paychex) to ensure accurate reporting and data-driven decision-making.
• Process Improvement: Conduct root-cause analysis on areas to determine if the cause is a training gap or a systemic issue.
• Cross-Functional Collaboration: Partner with Manufacturing managers/supervisors to optimize staffing levels and shift structures.

Qualifications

• Experience: 7+ years of progressive HR experience, with at least 3 years as an HR Business Partner in a manufacturing or industrial environment.
• Language: Professional-level fluency in Spanish (Written and Verbal) is required.
• Regional Expertise: Deeply networked in the Greater Fall River or South Coast area with knowledge of the local labor market.
• Technical Skills: Advanced proficiency in HRIS platforms and Microsoft Excel for data analysis and reporting.

Soft Skills

• Team Player: A "roll-up-your-sleeves" attitude with the ability to build rapport from the sewing floor to the Leadership Team.
• Detail Oriented: A "sharp eye" for compliance, payroll accuracy, and the nuances of employee documentation.
• Emotional Intelligence: The ability to handle sensitive situations with the "luxury" level of care and discretion our brand represents.